Introducing our new packaging model for Jira Cloud Automation

[Dave]

I've never seen a ticket get so much traction in such a short amount of time  with so little interaction from Atlassian.

[Adam England]

Is this classed as a handful?

[Dave]

First of all, I am not denying that the Atlassian Support team have been awesome in helping me understand JSM and helping me with questions,  I’ve asked and providing me with solutions, work arounds to those questions – a big thank you. 

I just reviewed the automations we have used this month – which isn’t a lot.

I now think that Atlassian need to start to fix things that I would consider a standard feature to any application - such as when a ticket was ‘Closed”

IMO Automation in some cases has been used as a work around because what should be considered as a  standard feature to a application and isn’t there.
 
Whilst looking at the Automation the following caught my eye because we had to introduce it because JSM doesn’t have this ability to do this.

An automation we have in place in JSM is “Actual End Date – Closed”. That populates a custom field with a Now Date when it goes into a status.

JSM does have date time stamps OOB for ‘Created’ and “Updated”

We were using the “Updated” field however   /but but but  I noticed after the ticket is Resolved/Done / Cancelled/ Closed  if anybody changes any field in a ticket or adds an attachment (nvoice as a .pdf , then the Updated date changes putting our stats out for SLA’s that we monitor, and Customers are very interested in.

Comon Atlassian if the application had some ‘normal / standard features then some automations could go. you need to start to play the game and sort these.  How many tickets have been open for over 24 months, How many tickets are referenced from 1,2,3,4 or 5 other tickets and are old. The count of watchers / voters on these tickets are unknown, 

[Jack Brickey]

@Dave , I might be missing your scenario but wouldn't the resolutiondate work for the closed custom date field? 

[Hazwan Haliff]

Hello,

Currently we are using automation to support our helpdesk workflow transition such as:
Waiting for Support <--> Waiting for Customer
Reopen closed ticket on Comment
Auto close ticket after few day inactive

With this automation limit, I don't think we will be able to keep using this automation rules as our account is on standard. Even upgrading to premium, I don't think our limit will be enough in the long run as our JSM user is below 150 ish and our ticket is 10k+ monthly. For this 4 rules to trigger at least once, It will be 40k run not including all other automation.

When I ask Atlassian Support about this, they raised a new feature request for this - JSDCLOUD-13210.
So, do we have any suggestion workaround for this at the meantime?

Also, did Atlassian remove this article from Google search engine?

[Dave]

@Jack Brickey I'd be keen to learn where the resolutiondate field is. If it is a custom field, it would be the same as the Actual End Date – Closed we created that still needs an automation to populate it.

I opened the ticket type in JSM and searched for resolutiondate and resolution date nothing was returned.

Question is the resolutiondate an OOB field because I could not find it, 

[Rune Rasmussen]

@dave  Resolutiondate is an OOB thing, but it's not a field you can add to screens yourself.
It just sort of pops in when a Resolution is set on an Issue.

I also really hope I tagged the correct Dave.

[Patrick Russell]

@dave it is a field you can use in search queries for instance:

[Dave]

@Patrick Russell @Jack Brickey @Rune Rasmussen  Many thanks for that info - I'll look into it and discuss with my manager, I'll ensure I don't take the credit when discussing it with my manager.

Thank you .

[Yatish Madhav]

Guessing we are just going to be sitting with a slightly useless table like this before the 1 Nov rollout ...

[Dave]

@Yatish Madhav Happy so far 

[Paul Krueger]

We're on an annual plan that doesn't renew anytime soon and it's the first of the month. I'm assuming this alert is just incorrect and that all of our rules are running properly (yes, I've opened a support ticket), but if that's not the case, would it tell me which rules weren't running?

[jolyon]

It's the 1st of November.... what does that mean? Oh yes we have hit our limit on day one 🤷‍♂️

[jolyon]

And seemingly rather different from the email sent on the 2nd of October saying 

Your current Automation usage data indicates your team is staying under the new limits, and no changes to your Jira plan or usage are needed.

[Lara Jones]

@jolyon We faced the same thing and in another comment a few pages back, you'll see that Atlassian only sort of evaluated your usage.  They didn't actually do an in-depth evaluation of your rules across the entire site and convert that what your global usage would actually look like.

[Paul Krueger]

@jolyon based on your previous post showing 97k executions in the first 2 weeks of October, I can only conclude that they did what they said they wouldn't do. 

Atlassian was adamant that this would only affect less than 5% of their customers. I think that's going to be way off. Either way, I'd say you're in serious trouble right now. You can opt into the 3-month Premium free trial, but that will only buy you 2 weeks at your current rate. 

In other news, it looks like ScriptRunner, JMWE, or even PowerAutomate (a $15 premium PowerAutomate license will allow for all of the API calls you could ever need) could be used to accomplish the same automation without using the built-in Automation functionality. 

Thanks, Atlassian, for pairing a half-baked workflow tool with a fantastic automation tool, and then applying arbitrary limits to the very automation tool that makes JSM a fully functional, game-changing application. 

No, I'm not going to upgrade from Standard to Premium. I'm going to rebuild all of our automation using other tools Atlassian hasn't purchased yet to do the same work. Atlassian can go suck an egg.

[Patrick Russell]

@Paul Krueger I actually looked into PowerAutomate and the Jira Connector, but it was quite limited and didn't have the features we needed.

[Kimberly Phillipp]

I find it shocking that Atlassian went through with this change without so much as even attempting to communicate better or (god forbid) listening to the feedback in this thread.

Someone pointed it out before, but it might be worth doing it again:  https://www.atlassian.com/company/contact/contact-ceos 

[Paul Krueger]

@Patrick Russell while it's not pleasant, in theory, it should be able to do everything any other add-on that relies on API calls can do. These other tools (Automation, JMWE, ScriptRunner) all rely on the API to function (with the exception, I think, of changes to Request Type which isn't exposed via AIP). 

Either way, the pain of re-working our automation doesn't justify the added cost of the Premium tier. 

[Mauricio Heberle]

@Paul Krueger Wait until they limit the number of API calls you can make to your instance...🤬

[Paul Krueger]

@Mauricio Heberle The thought had occurred to me as well.

[Adam England]

"You've reached your click limit.  Your new click allowance will reset at the start of the next month"

[Inna S]

@Patrick Russell you can build your own connector in Power Automate. Takes a bit of work, but then you can only add the most frequently used API endpoints and if you have a lot of automations, this may be worth it.

[Judah]

@Kevin Bui - Any plans to limit Automation processes for Jira Data Center? 

[Philipp S.]

Really sad about this change. Even if we are not one of the "only" 5% for now.

The plan was to roll aut JSM and JWM to more teams, and with the team owned projects it seemed realistic to do so. But now we have a hard limit that could impact us, and every automation more, project more, user more, ... is a risk for the critical teams that need the automations.

So propably we will stick to a low number of users (no $ for atlassian, and no advantage for us), keep Project Admins low, if needed add ScriptRunner or other Addons (no $ for atlassian, and no advantage for us). so not a win/win but a loose/loose and bad deal for both.

The Automation part was  what kept me at pushing Jira, but now I feel bad for every rule I add and every Jira issue or missung feature is a pain, instead of a "I can automate it"

Update:

We use MS365, and they anounce such changes usually like a Year or more prior... like "we change the button from red to blue" this will change in 2030 but we want to give you the time you need.

The very short time frame feels a lot like this i a move to press money out of the customers who are desperate. And I don't want to "try" premium, once upgraded you never downgrade from my experience.